JOB SUMMARY

The Director of Rooms is responsible for overseeing the entire Rooms Division, ensuring exceptional guest experiences through effective management of the front office, housekeeping, and reservations departments. This leadership role involves strategic planning, operational efficiency, and staff development to achieve the hotel's financial and service goals.

ESSENTIAL JOB FUNCTIONS

• Manages daily operations of the Rooms Division, ensuring all departments run smoothly and efficiently.
• Upholds and enhances service standards to deliver outstanding guest satisfaction; addresses guest concerns promptly and effectively.
• Recruits, trains, and develops a high-performing team; conducts regular performance evaluations and provides ongoing coaching, discipline, and termination when necessary.
• Coaches and supports operations team to effectively manage occupancy and rate, wages, and controllable expenses.
• Develops and manages the Rooms Division budget; analyzes revenue and expense reports to identify trends and opportunities for improvement.
• Monitors Rooms operations sales performance against established budget.
• Works closely with other departments, including Sales and Marketing, Food and Beverage, and Maintenance, to ensure seamless guest experiences and operational synergy.
• Monitors Housekeeping standards and ensures compliance with hotel policies; implement and maintain cleanliness and maintenance protocols.
• Oversees the Reservations process, optimizing occupancy and revenue through effective yield management strategies.
• Stays informed about industry trends, competitive landscape, and guest preferences to adapt services and strategies accordingly.
• Ensures adherence to health and safety regulations and hotel policies, maintaining a safe and welcoming environment for guests and staff.
• Creates and executes policies to ensure compliance with hotel standards.
• Implements and manages hotel's quality process including goal communication, service recovery and problem resolution.
• Fields guest complaints, utilizing best practices to develop the most effective solutions in negotiating results.
• Analyzes service issues and identifies trends.
• Champions the hotel's service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.
• Develops systems to enable employees to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures team members are treated fairly and equitably.
• Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, team meetings).
• Fosters team member commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and team members.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds team accountable for successful performance.
• Solicits team member feedback, utilizes an "open door policy" and reviews team member satisfaction results to identify and address team member problems or concerns.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
• Works closely with the General Manager in establishing policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency.
• Attendance is a key component of this position.
• Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
• Maintains open and effective communication with team members and management.
• Attends and participates in team meetings.
• Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties and responsibilities as assigned.

EDUCATION

• Associate's degree from an accredited university or equivalent in related field.

EXPERIENCE

• A minimum three (3) years of supervisory experience in hotel management in Front Office and/or Housekeeping required.

SUPERVISORY RESPONSIBILITIES

Oversees and coordinates the department's activities, with a focus on supervisory and organizational goals. While a portion of the time may involve performing tasks similar to those of direct reports, the primary responsibilities are related to management and coordination. Analyzes and resolves issues, establishes work methods, ensures regulatory compliance, and maintains productivity. Uses judgment within established procedures and policies to make appropriate decisions and take necessary actions.

Specific supervisory duties include, but are not limited to the following:

• Determines and creates policies, procedures, and manuals for direct reports.
• Establishes objectives and goals for the team.
• Assigns, monitors, and reviews work; evaluates direct report's performance.
• Recruits and interviews.
• Orientates and trains.
• Issues corrective action and makes recommendations for termination.
• Investigates and resolves concerns and complaints.
• Creates department work schedules.
• Approves time records and time off requests; submits payroll.
• Proactively assesses risk to establish systems and procedures to protect organizational assets.
• Ensures compliance with safety regulations.
• Develops and oversees the department's budget.
• Ensures accurate and efficient management of inventory.

LICENSES & CERTIFICATIONS

• This position does not require licenses or certifications.

SKILLS & ABILITIES

This position requires the capability to understand and follow both oral and written directions, as well as the ability to communicate effectively with others in English and interact successfully with internal and external customers.

• Ability to adjust effectively to evolving work environments and shifting customer (internal/external) requirements.
• Able to maintain a positive and professional working environment.
• Fosters a culture of excellence.
• Able to work effectively in a culturally diverse environment and support diversity and inclusion within the organization.
• Strong knowledge of hotel operations, revenue management, and guest service principles.
• Proficient in time management; the ability to effectively organize and manage multiple priorities.
• Recognizes an emergency situation and takes appropriate action.
• Emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.
• Skilled in building and motivating a team, fostering a collaborative environment and inspiring high performance.
• Analytical and problem-solving skills.
• Strong focus on accuracy and precision.
• Understands how to develop and implement business strategies.
• Ability to interpret and create policies, procedures, and manuals.
• Able to communicate appropriately and effectively with all levels of management and external stakeholders.
• Business acumen, including but not limited to financial management, budgeting, cost control, and revenue optimization.
• Ability to effectively listen, understand, and resolve challenges and concerns from management, team members, and/or customers (internal/external).
• Exceptional interpersonal skills to include coaching, counseling, and mentoring.
• Able to identify and seize revenue-generating opportunities while effectively managing costs and resources.
• Visionary mindset, capable of developing and executing a comprehensive business strategy that aligns with brand identity and exceeds guest expectations.
• Knowledge of key industry trends, best practices, regulations, and the current industry landscape.
• Proven ability to drive revenue growth, optimize costs, and achieve financial targets.
• Able to engage diplomatically and effectively with third party operators and owners, empathizing, and reacting appropriately to partner feedback and helping resolve issues where necessary.
• Proficient in negotiations.
• Basic math skills.
• Advanced math skills.
• Basic knowledge of Google Docs/Microsoft Word.
• Proficient in Google Docs/Microsoft Word.
• Basic knowledge of Google Sheets/Microsoft Excel.
• Proficient in Google Sheets/Microsoft Excel.
• Basic knowledge of Google Slides/Microsoft PowerPoint.
• Proficient in Google Slides/Microsoft PowerPoint.
• Basic knowledge of Gmail/Microsoft Outlook.
• Proficient in Gmail/Microsoft Outlook.
• Proficient in M3.
• Proficient in Delphi FDC.
• Proficient in ProfitSword.
• Proficient in Cvent, Meeting Broker, The Knot, Knowland, TravelClick and Marriott/Hilton Sales Tools Resources.

TRAVEL REQUIREMENTS

• No travel required.

PHYSICAL DEMANDS

• Crouching: Bending the body downward and forward by bending leg and spine.
• Crawling: Moving about on hands and knees or hands and feet.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Particularly for sustained periods of time.
• Walking: Moving about on foot to accomplish tasks. Specifically, for long distances or moving from one work site to another often.
• Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward, or outward.
• Pulling: Using upper extremities to exert force in order to draw, haul, or tug objects in a sustained motion.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Specifically, if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
• Grasping: Applying pressure to an object with the fingers and palm.
• Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
• Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
• Hands to Fingers: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Repetitive Motion: Substantial movements (motions) of the wrists, hands, and/or fingers.
• Close Vision: Clear vision at 20 inches or less. Required to perform an activity such as preparing and analyzing data, transcribing, viewing a computer terminal, extensive reading or visual inspections.
• Distance Vision: Clear vision at 20 feet or more. Required to perform an activity where the seeing job is arm's reach or beyond.
• Color Vision: Ability to identify and distinguish colors.
• Peripheral Vision: Ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point.
• Depth Perception: Ability to judge distances and spatial relationships (three-dimensional).
• Focus Ability: Ability to adjust the eye to bring an object into sharp focus.
• Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

WORK ENVIRONMENT

• None: No exposure to adverse environmental conditions (typical office/administrative setting).

DISCLAIMER

This job description provides a general overview of the work performed, including the typical responsibilities and level of duties associated with this position. It should not be construed as an exhaustive list of tasks or obligations for any individual team member. This description does not alter the employment relationship between the Company and its team members.

The Essential Job Functions, Physical Requirements, and Work Environment characteristics outlined are intended to reflect the requirements needed to perform the essential functions of this role effectively. Management retains the authority to modify, adjust, or revoke job duties and responsibilities as needed, and to make reasonable accommodations to enable qualified team members to fulfill the essential functions of their roles.

The Company is an Equal Employment Opportunity (EEO) employer and is committed to providing a work environment free from discrimination and harassment. All employment decisions are made based on merit, qualifications, and business needs without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status/characteristic in accordance with applicable federal, state, and local laws.